The powerful tool that is Gainsight
Updated November 30, 2018
The powerful tool that is Gainsight
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
We use Gainsight primarily in Customer Success, although this has begun to branch into opportunities in Tech Support, Field Services, and Education Services. Our primary business problems Gainsight addresses are as follows:
- Process automation
- Email automation
- Mass communications to current customers
- Deliverable organization & reporting
- Mass email automation. We have been able to better scale our business , while still engaging with customers, through the use of Gainsight.
- Process automation. I have been able to stay on top of our data and and efficiency goals via the use of Gainsight. We have also been able to add and improve some of our offerings via the capabilities of Gainsight.
- Documentation. They have improved in the volume of documentation recently, but the search-ability and usability is still lacking. I know the features are there, but it is sometimes difficult to understand how to use them.
- Product Usability. Again, like documentation, the product is immense. I just wish it was more naturally intuitive. I like to compare software to the Apple platform. They are the pinnacle of user-friendly. I think Gainsight could learn a lot about the simple, yet powerful, framework of software like Apple's.
This is something of growing importance to us. Traditionally, this has not been something that we worried about, but our senior leaders have a growing interest. I feel that within the next year we will need to create and utilize processes to keep our executives aware of key accounts. I know that Gainsight has the tools to help us in this area.
- We have increased our on-time renewal percentage year-over-year through automated renewal outreaches and other processes. This has also increased efficiency of our renewals team.
- We started offering executive business reviews in 2017 and Gainsight has given us the tools to deliver. Early feedback from customers is immensely positive in this area.
- Our NPS survey implementation has offered us our first real, unfiltered feedback from customers. It also gave us a short list of advocates that we could leverage for our Marketing and Sales teams.
I honestly haven't done much research on other options, but I ave talked with reps from Bullhorn. I believe they are newer to Customer Success, but they had a unique offering that searched Outlook for all customers emails to your company's email server. This level of transparency would be amazing with a growing company. However, we ended up not pursuing this option due to technical limitations, cost, and no additional benefits.
We also connect Pendo and Amazon S3. These are new integrations for us, so we are still learning here. We also send Gainsight info to DOMO for some advanced dashboards (which works great)!
Gainsight CS Feature Ratings
Using Gainsight
60 - Customer Success, Operations, Sales
3 - Analytical, process oriented, data focused. Logical.
- Scalability
- Creative Insights
- Proactive Outreach
- Share internal data and customer information directly with customers
- Increase scale of accounts per CSM through automation
- Advanced automated onboarding
- Sales staff awareness
- Easy access to customer information via Slack
Evaluating Gainsight and Competitors
- Product Features
- Product Usability
- Product Reputation
The features of Gainsight were the most important factor. It came with unlimited potential for the future.
I wouldn’t. We got the right product and are paying a fair price.
Gainsight Implementation
- Implemented in-house
- Poor buy-in from our organization
- Wrong person assigned to the job internally
Gainsight Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Yes - We have advanced workflows and I am impatient. Premium gets me a level that is in line with my needs as a user.
Yes - It was. A workaround was provided and the bug was fixed within weeks.
Gainsight has a practice of alerting me when a bug MAY have impacted my account. They proactively reach out and let me know about the situation and offer to investigate for me. No pressure or work on my end. Then they report back with the impact and we take action together. This is amazing and something I greatly value.
Using Gainsight
| Pros | Cons |
|---|---|
Like to use Relatively simple Technical support not required Well integrated Consistent Feel confident using | Slow to learn |
- Cockpit
- Surveys
- Rules
- Journey Orchestrator
- Scorecards
- C360 Setup
Yes - Not great. This is something that I have been asking to see improvement on.